How to create automation rules for assign a group of people, email notification to a group of people

[Jimmy]

I am new to jira service desk. I am thinking to if possible to create rules for:

1. Auto assign a group of people by default

2 auto email when a new ticket is created

Also are the rules created by me is private and can't be seen by other project?

[Joseph Chung Yin]

@Jimmy -

Hi Jimmy:

In Jira/JSM, an issue can only be assigned to a specified agent user by default via automation rule setup.  Unless you can search for possible third party add-on which give you the additional functionality via https://marketplace.atlassian.com/.

For automation rule, the "Assign Issue" action you can use the following options associated with this action - A user in a defined list" or "User in a group".  Here is a reference documentation link on Assign Issue action - https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Assign-issue.  For group, you will have create the group first as a system admin and manage the users to be associated to the group.  The key important point is that assignee in JSM must have an agent license.

Lastly, here is a great demo video on using the action with "A user in a defined list" option: https://www.youtube.com/watch?v=hEh3MsoUxho

On our second ask of sending email - By default that your JSM project already have an notification scheme setup to send system notification to the assignee when issue is assigned.  However, if you want to create custom notification email, then you can use the automation rule action of "Send email" - https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Send-email

On your third ask - Automation rule (by default) is individual project based.  However, system admins can change it to Global scope where it can be applied to one or more projects.  

Finally, here is the key reference links on how to use automation -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

Hope those information help.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Jimmy]

Thanks for the help. Will try it out.